In this episode we explore the twin complaints that plague automotive workshops: "I don't get good information" and "I don't get enough time." Andrew reveals why these complaints are interconnected and introduces the Quality Information Model (QUIM) - a three-part framework that transforms communication between customers, service advisors, and technicians. The discussion covers why technicians speak "technical" while customers speak "non-technical," creating a translation gap that leads to frustration on all sides.

Andrew shares practical solutions including pre-booking questionnaires with menu-style options that help customers describe problems accurately, and explains why these complaints often mask deeper fears about making mistakes or disappointing customers. The episode emphasizes shared responsibility - workshop success requires professionalism from management, service advisors, and technicians working together.

Andrew has a variety of free downloads and tools you can grab.

Discover if your workshop is Retention Worthy© here or visit his website, https://www.solutionsculture.com where the focus is on bringing reliable profitability to automotive workshop owners and workshop management through the Retention, Engagement and Development of their Technical Professionals.

Production:

This podcast was produced by 'Podcasts Done for You' https://podcastsdoneforyou.com.au.